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CPFRP - MGMT

The document discusses customer service and channels of distribution. It defines collaborative planning, forecasting, and replenishment as a process that aims to enhance supply chain integration. Customer service is described as a process between buyers, sellers, and third parties that adds value when managed jointly. The document also outlines different levels and elements of customer service, as well as issues to consider. It concludes by describing direct and indirect distribution channels for consumer and industrial goods.

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Abhishek K
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405 views11 pages

CPFRP - MGMT

The document discusses customer service and channels of distribution. It defines collaborative planning, forecasting, and replenishment as a process that aims to enhance supply chain integration. Customer service is described as a process between buyers, sellers, and third parties that adds value when managed jointly. The document also outlines different levels and elements of customer service, as well as issues to consider. It concludes by describing direct and indirect distribution channels for consumer and industrial goods.

Uploaded by

Abhishek K
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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CPFRP Customer Service

and Channels of
Distribution

KSX

CPFR-P

Collaborative Planning
Forecasting
Replenishment
PROCESS

Is a concept that aims to enhance supply

chain integration by supporting and


assisting joint practices.
CPFR seeks cooperative management of

inventory through joint visibility and


replenishment of products throughout the
supply chain.

CUSTOMER SERVICE
A process which takes place between the
buyer, seller and third party.
Process Value Addition
Value Addition long term or short term
The benefits of Value Addition are shared

amongst each partners.

CUSTOMER SERVICE AND LEVELS OF


PRODUCTS
Customer Service Customer Satisfaction
Customer Service as an:
ACTIVITY
PERFORMANCE MEASURES
PHILOSOPHY

ELEMENTS OF CUSTOMER SERVICE


Time - order cycle time, replenishment time,

order lead time (shipment, processing and


preparation)
Dependability
Communications order filling area (Internet
enabled communication), 2 way process
Convenience flexible, recognize customer
requirements

CUSTOMER SERVICE ISSUES


What do customers feel about present levels of

service?
Do their perceptions match up with ours?
How do our services compare to those of our
competitors?
Is it possible to segment our customers?
Can we produce same levels of service?
Can improved customer service be used as a
strategic weapon?
How important is service compared to other
elements of the marketing mix?
Are we using appropriate measures and standards to
monitor our services?
- JOHN C. COYLE

DIFFERENT CHANNELS OF DISTRIBUTION

Direct distribution channel


Indirect distribution channel

DIRECT DISTRIBUTION CHANNEL

INDIRECT DISTRIBUTION CHANNEL


CONSUMER GOODS
(a) Producer consumer
(b) Producer retailer consumer
(c) Producer wholesaler retailer

consumer
(d) Producer agent retailer consumer
(e) Producer agent wholesaler
retailer consumer

INDUSTRIAL GOODS
(a)Producer user
(b)Producer industrial distributor

user
(c)Producer agent user
(d)Producer agent industrial
distributor user

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